Customer Success Manager

Athennian is a company that delivers Governance Ops™ software to help organizations manage complex corporate structures. The Customer Success Manager will build relationships with clients, drive product adoption, and ensure customer satisfaction while managing a portfolio of accounts.

Responsibilities:

• Own and build strong, trusted relationships with a dedicated portfolio of customers, ensuring they see continuous value from Athennian
• Drive customer renewal and retention to meet quarterly Net Dollar Retention (NDR) goals, identifying expansion opportunities and managing upsell conversations
• Monitor customer health and product usage data to proactively drive engagement, feature adoption, and healthy user habits
• Partner with internal teams (such as Onboarding, Support, and Product) to ensure seamless implementations and convey customer feedback effectively
• Serve as a primary point of contact for customer issues, working efficiently to resolve roadblocks and maintain high customer satisfaction
• Prepare and execute regular business reviews with clients to demonstrate ROI, review health metrics, and align on their evolving business goals
• Participate in internal initiatives to help refine Customer Success processes, playbooks, and best practices

Requirements:

• 3–5 years of commercially-focused Customer Success or Account Management experience in B2B SaaS
• Proven understanding of managing SaaS solutions within highly regulated environments, primarily at the SMB level with exposure to enterprise accounts
• Familiarity with law firms, legal tech, governance, entity management, or private equity software is a strong asset
• Proven ability to build trust with stakeholders, proactively drive renewals, and identify expansion opportunities
• Excellent verbal and written skills, with the ability to explain complex workflows clearly to both day-to-day users and decision-makers
• Resourceful, empathetic, and proactive in managing account health, mitigating churn, and resolving customer issues
• Highly organized and detail-oriented, with the ability to manage a diverse portfolio and competing priorities simultaneously
• Located in and authorized to work in the US/Canada; open to occasional travel for client and company events
• Experience working at a law firm or with an in-house legal team
• Knowledge of and ongoing interest in the legal space, corporate governance, and regulations that may impact our customers and their business